Agenda
Interactive & Highly Collaborative Content
Featured collaboration zones include:
Zone 1. WFH Business as Usual
Zone 2. Holistic Customer Experiences
Zone 3. Raising the Bar on Channel Engagement
Zone 4. Personalized Customer Care
Zone 5. Executive Roundtables
Our 2021 program is in development. The content you see below is from our 2019 program.
For further information or to register, call Adam Geiger at 1-305-450-1099, or email him at events.us@frost.com
SATURDAY, OCTOBER 23, 2021
GROWTH INNOVATION LEADERSHIP COUNCIL ANNUAL MEETING AND GROWTH PIPELINE EXPERIENCE KICKOFF
7:00 PM
Suggested Arrival Time
Arrive Saturday to participate in Sunday’s Wine Tour & Tasting.
SUNDAY, OCTOBER 24, 2021
NETWORKING DAY
10:00 AM
Wine Tour & Tasting
2:45 PM
Customer Engagement Leadership Council Mixer and Annual Meeting
3:15 PM
Sponsor Workshop
4:45 PM
Sponsor Registration & Orientation Reception
16TH ANNUAL GROWTH, INNOVATION AND LEADERSHIP: THE GROWTH PIPELINE EXPERIENCE KICKOFF AND NETWORKING
6:00 PM
Presenter & Thought Leader Orientation
6:45 PM
Meet ‘n’ Greet
7:30 PM
Welcome Networking Reception & Event Kickoff
MONDAY, OCTOBER 25, 2021
GENERAL SESSION EXHIBITION
7:30 AM
Registration, Breakfast, and Exhibition
8:15 AM
Welcome and Headliner
9:10 AM
Navigating the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange
9:20 AM
Best Practice
Building Out Your Tool Set
9:50 AM
Networking, Refreshment and Exhibition Break
10:20 AM
CONCURRENT COLLABORATION ZONES – CASE HISTORY
Choose one of the following zones:
Zone 1. Gaining Top Down Support for the Digital Future of Customer Care
Zone 2. Case History: Employee Experience – Leveraging Data to Drive Down Employee Effort
Zone 3. Case History: Omni Challenge – Overcoming Legacy Mishmash for Agent Experience and Productivity
Zone 4. Case History: Global BPO Pricing Trends and Models
Zone 5. Case History: Integrating Mobile App Support in the Customer Journey
Zone 6. Case History: Measuring the Cross Channel Customer Experience
11:20 AM
Session to Session Travel Time
11:25 AM
Interactive – Solutions Wheel
Frost & Sullivan Visionary Insight – Why People Must be a Critical Aspect of Every Digital Transformation
11:45 AM
Executive Presentation - AI-Powered Automation for Voice and Chat Bots: Use Cases in the Contact Center
12:40 PM
Food For Thought Luncheon - Networking Roundtables Hosted by Industry Leaders
1:40 PM
Session to Session Travel Time
1:45 PM
CONCURRENT COLLABORATION ZONES – ROUNDTABLES
ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.
Choose one of the following sessions:
Zone 1. Getting Ahead of the Game: Early Adopter vs. Fast Follower
Zone 2. Roundtable: Leveraging Data for Customized Interactions
Zone 3. Roundtable: 3 Things I Hate About My CRM
Zone 4. Roundtable: Connecting VOC with Operational Drivers
Zone 5. Roundtable: Cracking the Nut on Omnichannel CX – A Practical Guide and Key Considerations (Copy)
Zone 6. Roundtable: Employee Experience (EX) – Unlocking a Better Customer Experience
3:10 PM
Networking, Refreshment, and Exhibition Break
3:10 PM
Interactive – Solutions Wheel Concurrent sessions | Choose One
The Fix – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges | Choose One
5:00 PM
Success Story
5:27 PM
The CC Awards - Rewarding Excellence, Culture and Team Spirit
6:00 PM
Truth or Dare
TUESDAY, OCTOBER 26, 2021
GENERAL SESSION AND EXHIBITION
6:45 AM – 11:50 PM
Early Risers Run/Walk
6:45 AM
Beach Yoga
Calling all yogis!
8:00 AM
Breakfast and Exhibition
8:45 AM
Ice Breaker and Headliner
9:45 AM
Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition
9:50 AM
Ask the Experts! Panel Discussion
10:40 AM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
12:25 PM
Food for Thought Luncheon – Networking Roundtables Hosted by Industry Leaders
1:30 PM
Session to Session Travel Time
1:35 PM
CONCURRENT COLLABORATION ZONES – THINKTANKS
Choose one of the following zones:
Zone 1. Strategic Boardroom: If I Only Knew Then What I Know Now
Zone 2. ThinkTank: Data Driven Customer Experience
Zone 3. ThinkTank: Equipping Your Agents to Deliver Proactive, End-to-End Service
Zone 4. ThinkTank: Strategic Mapping of an Integrated Self-Serve Journey
3:05 PM
Briefing Sessions, Networking, Refreshments, and Exhibition Break
3:50 PM
CONCURRENT COLLABORATION ZONES – BEST PRACTICES
Choose one of the following sessions:
Zone 1. Transitioning from Bot to Live Chat
Zone 2. Capture, Analyze, Optimize: Your Employee Analytics Journey from the Call Center Floor to the Boardroom
Zone 3. Best Practice: How AI Is Helping to Create Empowered and Efficient Support Teams
Zone 4. Best Practice: Six Sigma: Process Improvement in the Contact Center
4:50 PM
Session to Session Travel Time
4:55 PM
Success Story - Continuous Improvement of the Customer Experience
4:55 PM
Success Story - Hiring for Staying Power and Brand Fit
5:30 PM
General Session Concludes
6:00 PM
15th Anniversary Customer Contact Wild West Olympics & Cookout
Gear up for a night of Olympic games with Western flair
WEDNESDAY, OCTOBER 27, 2021
GENERAL SESSION AND EXHIBITION
7:15 AM
Beach Yoga
Calling all yogis!
8:30 AM
Breakfast and Exhibition
Calling all yogis!
9:10 AM
Kickoff and Headliner
9:55 AM
Executive Insight
10:25 AM
Networking, Refreshment and Exhibition Break
10:55 AM
Emerging Channel
11:45 AM
Insights and Ideas Roundup
12:00 PM
Content for the 15th Anniversary Customer Contact West Concludes
1:00 PM
Contact Center Site Tour - Bank of America
3:30 PM
Customer Engagement Leadership Council Executive Roundtable
4:30 PM